Job Description
The Business Technology (BT) Applications & Support Operations team supports the core tooling and operational processes behind Diligent’s global contact centre, including Genesys Cloud CX, Salesforce, and the reporting stack. The team works closely with Customer Support leadership, Workforce Management, and other BT teams to ensure systems are maintained, data is accurate, and day-to-day operations run smoothly.
As a System Administrator, BT Applications & Support Operations based in Galway, you will focus on the execution and support of Genesys Cloud CX administration and operational processes. Reporting to the Manager, Business Technology Applications, you will assist in maintaining platform configurations, supporting reporting needs, and carrying out routine operational tasks to support global Support teams.
Key Responsibilities
Support the administration of Genesys Cloud CX, including updates to queues, skills, routing configurations, and user access under guidance from senior team members.
Assist in maintaining IVR (Architect) flows and telephony configurations, including implementing defined changes and updates.
Prepare and maintain standard operational reports and dashboards (e.g., SLAs, wait times, volumes) using existing tools and templates.
Execute routine support operations tasks such as queue and skill updates, user provisioning, schedule adjustments, and documentation updates.
Monitor system and operational performance, flagging issues such as routing inconsistencies, access problems, or data discrepancies to the appropriate teams.
Support testing and rollout of system or process changes by following defined procedures and documenting outcomes.
Collaborate with Customer Support, Workforce Management, and BT teams to ensure requests and updates are completed accurately and on time.
Maintain clear documentation of configurations, processes, and standard operating procedures.
Assist in the scope, design, and implemention of AI-powered solutions to automate post-sales support workflows, from opportunity identification through measured deployment and validation.
Ability to monitor, analyze, and communicate the health and performance of owned systems and workflows
Required Experience / Skills
1+ year experience in a contact centre, operations, or systems support role.
Exposure to Genesys Cloud CX or a similar contact centre platform (e.g., basic configuration, user setup, queue management).
Comfortable working with data and reports, with working knowledge of Excel or Google Sheets (e.g., filtering, pivots, basic analysis).
Basic understanding of contact centre metrics (SLAs, service levels, AHT, volume) and how they relate to daily operations.
Ability to follow structured processes, execute tasks accurately, and escalate issues when required.
Strong attention to detail and organisational skills.
Clear communicator who can work effectively with both technical and non-technical stakeholders.
Preferred Experience / Skills
Exposure to contact center admin tools.
Exposure to Salesforce or similar CRM tools.
Experience supporting reporting or operational processes in a support environment.
Familiarity with documenting processes or maintaining internal knowledge bases.
Experience in a SaaS or multi-region support environment is beneficial.
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
At Diligent, we’re building the future with people who think boldly and move fast. Whether you’re designing systems that leverage large language models or part of a team reimaging workflows with AI, you’ll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent’s EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
